Member Relations Manager

• *Bear Creek CC - Member Relations Manager • *Membership Department - Reports to Membership Director • *Position Summary:** The Member Relations Manager at Bear Creek Country Club is the primary liaison between the Club and its members, responsible for cultivating meaningful relationships, ensuring member satisfaction, and enhancing the overall club experience. This role serves as the heartbeat of the member community by actively engaging with members, coordinating communication, supporting club events, and driving retention efforts, all while promoting Bear Creek’s culture of hospitality, community, and excellence. • *Key Responsibilities: • *Member Engagement & Communication • Support the Membership Director by coordinating scheduling, logistics, and outreach to assist with membership growth initiatives • Serve as a main point of contact for both new and existing members, providing prompt, courteous, and solution-oriented service • Facilitate new member onboarding and orientation, offering a smooth, warm, and engaging introduction to club culture, amenities, and fellow members • Assist with member communication through email, phone, newsletters, and social media to share timely updates, promote events, help drive club initiatives, and reinforce club messaging • Regularly gather and respond to member comments, identifying opportunities to improve overall member experience and satisfaction • *Events & Programming • Collaborate with internal departments and member groups to support the successful execution of club events, member programming, and golf tournaments • Serve as an on-the-floor presence during peak times and key events to welcome members, assist with execution, and gather informal feedback to ensure an elevated member experience • Promote member participation in club activities, with an emphasis on inclusive engagement across demographics (families, new members, young professionals, etc.) • Serve as a liaison between members and department heads to help refine event offerings based on member preferences and feedback • Deliver post-event insight to leadership teams to drive continual improvement of the club’s social programming • *Member Services & Administration • Organize and maintain consistent, accurate, and up-to-date member records across all relevant club platforms and systems to ensure easy access to membership records and resources • Assist with day-to-day member inquiries, account updates, clubhouse tours, and administrative tasks as assigned by the Membership Director • Compile and analyze reports on member engagement, retention patterns, and satisfaction surveys to help guide club strategy • Support the rollout, implementation, and training of both internal and member-facing technologies and act as a resource for onboarding, troubleshooting, and education for these platforms • Act as a first point of contact for members needing administrative support, providing timely and accurate processing of membership changes, upgrades, resignations, and other member account actions • *Retention & Club Culture • Drive member loyalty and retention by creating and delivering personalized, high-touch moments (such as birthday and anniversary recognition or milestone celebrations) that contribute to a culture of “Delivering Happy” • Actively listen to and address member concerns with empathy, discretion, and a solution-oriented mindset to enhance overall satisfaction • Partner with club leadership on member referral initiatives and upholding and growing the club’s positive reputation through everyday member interactions • Coordinate planned or impromptu “Personal Pleasant Surprises” that enhance member experience • *Qualifications: • 3+ years of experience in hospitality, customer service, private club operations, or a related field • Strong interpersonal skills with a sincere passion for people and building community • Excellent verbal and written communication skills • High emotional intelligence, discretion, and professionalism • Proficiency in Microsoft Office Suite with excellent computer skills • Available to work a flexible schedule, including weekends, evenings, and events as needed • *What Success Looks Like:** • Members consistently feel seen, valued, and excited to participate in all aspects of club life • Club events are well-attended, inclusive, and celebrated across generations, interests, and demographics • Member satisfaction, retention, and referral-based growth steadily improve year-over-year • The Member Relations Manager is regarded as a trusted, visible, and approachable leader who positively influences the member experience